ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council (Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media.

Customer Service 153

Customer Service B2C Feedback Marketing 153

DMG Consulting

JANUARY 1, 2024

MEDIA ALERT DMG Consulting Releases 2023 – 2024 Enterprise Workforce Engagement Management Product and Market Report Transformation of WEM suites to next-gen platforms offers ease of integration and interoperability Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services What: Releases 2023 – 2024 Enterprise Workforce Engagement Management Product and Market Report When: Today, 12 December 2023 Where: Available a

Consulting 59

Consulting Consulting Enterprise Marketing 59

Kapta Customer Success

JANUARY 1, 2024

Classic quarterly business reviews (QBRs) are self-centered and boring. Here’s why this business review should be dead and how to prepare and conduct modern QBR.

Accountability 59

Accountability Management 59

ChurnZero

JANUARY 1, 2024

Discover how to assess customer health and drive business growth Understanding the health of your customer base is crucial for minimizing churn and identifying opportunities for expansion. “The Customer Health Score Handbook” provides a comprehensive, step-by-step guide to building a customer health scoring program, helping you predict customer health, prevent surprise churn, and grow your accounts.

Metrics 52

Metrics Accountability Management 52

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. It offers several benefits like lower fees and higher rates of return due to reduced operational costs associated with physical infrastructure.

Contact center software 52

Contact center software Banking Contact Center Finance 52

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: IP PBX Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. It offers several benefits like lower fees and higher rates of return due to reduced operational costs associated with physical infrastructure.

Banking 52

Banking Interactive Voice Response Finance Accountability 52

SmartKarrot

JANUARY 1, 2024

In the dynamic landscape of customer success, the conversation around onboarding has become a focal point for organizations striving to provide an unparalleled experience to their clients. As someone deeply immersed in the realm of customer success , I find it crucial to explore the roots of why structured onboarding is not just a buzzword but an intentional strategy that can significantly impact the longevity and satisfaction of your customer base.

Metrics 10

Metrics Enterprise Feedback Customer retention 10

SmartKarrot

JANUARY 1, 2024

The discussion among customer success professionals, Shagun from What Fits, Anindra from Mately Extreme, and Darshan from the Customer Service Revenue team delved into the evolving landscape of customer success strategies. The conversation highlighted the profound shifts taking place, emphasizing that attention is no longer an aspiration but a given, with expansion emerging as the new revenue driver.

Chief Customer Officer 8

Chief Customer Officer Metrics Upselling Sales 8

SmartKarrot

JANUARY 1, 2024

The discussion among customer success professionals, Shagun from What Fits, Anindra from Mately Extreme, and Darshan from the Customer Service Revenue team delved into the evolving landscape of customer success strategies. The conversation highlighted the profound shifts taking place, emphasizing that attention is no longer an aspiration but a given, with expansion emerging as the new revenue driver.

Chief Customer Officer 8

Chief Customer Officer Metrics Upselling Sales 8

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Analytics